Agents are the employees who will be attending to the tickets. You need to create a Ticket Agent role for each person who require access to the tickets. Note that all system users will not automatically or necessarily be a ticking agent. The employee needs to exist as a system user before you can select it as an agent.
Click on the New Ticket Agent button
Select the system user from the drop down list. You can also type on this field to filter the dropdown list
Set the agent as active
Type the group name to which you wish to link the agent. You can also type on this field to filter the dropdown list
Note that a user by be linked to more than one group e.g. Finance and Finance Manager
Click on the Save button to save the information and complete this step
Return to the Ticket Agent list if you which to add another agent